Help Desk Analyst

Octave Federal • Santa Rita, GU

4d • Onsite

About The Position

Octave Federal is seeking a Help Desk Analyst in San Rita, Guam. The ideal candidate ensures that the Help Desk operates as a highly professional service that meets the needs of the customer. This role involves following procedures and processing requests for assistance from users in a pleasant and professional manner, ensuring that requests are properly logged, assigned, and responded to in a timely manner. The analyst will document findings on the call log, establish and maintain change control procedures for the Support Team, and verify, support, and resolve service tickets in the current IT ticket system. Responsibilities also include end device support for cellular phones, tablets, iPhones, iPads, and multi-functional devices.

Requirements

• CompTIA Security+ Certification
• Ability to remain in a stationary position and operate a computer for extended periods.
• Occasional ability to move or transport items up to 50 pounds.
• Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety.
• Manage multiple tasks, prioritize, and maintain focus in dynamic environments.
• Demonstrate strong problem-solving, critical thinking, and analytical skills.
• Maintain consistent attendance, punctuality, and high professional standards.
• High School Diploma
• 2 or more years of experience in related IT technical field
• Ability to keep up with technical innovations and IT trends
• Exceptional interpersonal and communication skills
• Must be a US Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance.

Nice To Haves

• Recent and significant experience of working in an Information and Communication Technology Help Desk.

Responsibilities

• Ensure the Help Desk operates as a highly professional service that meets customer needs.
• Follow procedures and process requests for assistance from users in a pleasant and professional manner.
• Ensure requests for assistance are properly logged, assigned, and responded to in a timely manner according to procedures.
• Ensure log entries of user contacts provide information on faults and problems.
• Follow agreed procedures, search documentation and previous requests for assistance on related topics to establish possible solutions to calls.
• Document any findings on the call log.
• Establish and maintain change control procedures for the Support Team, ensuring they are incorporated into routine workflow procedures.
• Verify, support, and resolve service tickets in the current IT ticket system related to IT customer support.
• Provide end device support such as cellular phones, tablets, iPhones and iPads as well as multi-functional devices.

Benefits

• Competitive health care plans with savings accounts
• Dental and vision plans
• 401k with 100% company match up to 6%, with immediate vesting on company match
• Life and disability insurance
• Learning Management System with robust offerings
• Tuition Reimbursement Program
• Flexible working arrangements where possible
• 13 paid holidays per year
• Veterans’ focused Employee Resources Group with regular educational sessions and communications

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED